DRIVER RELATIONSHIPS WITH CUSTOMERS AND DRIVER TURNOVER: KEY MEDIATING VARIABLES AFFECTING DRIVER PERFORMANCE IN THE FIELD

Authors

  • Scott B. Keller

    1. Michigan State University
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    • Assistant Professor of Business Logistics and Supply Chain Management at Michigan State University. He received his Ph.D. from the University of Arkansas, his MBA from Arkansas State University, and his BSBA from Troy State University. His research interests include assessing the impact on performance and productivity of relationships between logistics personnel, measuring and evaluating interfirm relationships within the supply chain, and assessing the impact of relationship development on distribution center and carrier operations.


Abstract

To reduce cost and improve service, logistics managers must give attention to the critical interaction between customers and the carriers who deliver products. This research tests the premise that internal marketing with truck drivers is associated with improved relationships with customers, retention of customer-conscious drivers, and higher driver performance.

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